Shift Manager

Job Summary:

Shift managers in BPO (Business Process Outsourcing) operations, particularly within a travel account, play a crucial role in ensuring that the team provides high-quality customer service, meets performance metrics, and operates efficiently during their respective shifts.

Responsibilities

Shift Planning and Scheduling: Ensure adequate staffing levels for handling customer interactions based on the shift schedule.
Performance Monitoring: Monitor key metrics like call handle time and customer satisfaction to ensure targets are met.
Team Support and Coaching: Provide real-time support to team members and assist with complex issues.
Communication and Updates: Keep the team informed about changes in policies or procedures affecting client interactions.
Team Meetings and Feedback Sessions: Conduct regular meetings to discuss performance, provide feedback, and address concerns.
Resource and Workload Management: Adjust staffing levels based on workload forecasts to prevent burnout.
Quality Assurance: Review calls to ensure compliance with service standards and identify areas for improvement.
Training and Development: Schedule training sessions on new products, customer service skills, or company systems.
Performance Analysis and Reporting: Analyze performance data, identify trends, and report findings to senior management.
Strategic Planning: Plan for upcoming challenges or opportunities based on performance reviews and forecasts.
Recognition and Motivation: Acknowledge team achievements and individual contributions to maintain morale.
Compliance and Policy Updates: Ensure operations comply with regulations and update procedures as needed.
Objective Setting and Review: Set clear objectives for performance and track progress regularly.
Budget and Resource Planning: Contribute to budget planning to ensure the team has necessary support.
Process Optimization: Continuously improve efficiency and effectiveness through process changes and technology adoption.
Team Building and Development: Implement initiatives to enhance team cohesion and skills development.

Skills and Qualification

High school diploma or equivalent (Bachelor's degree in a related field is a plus).
Proven 2yrs + experience in outbound sales, preferably in the travel or hospitality industry.
Excellent communication and interpersonal skills. 4. Strong sales and negotiation skills.
Knowledge of holiday destinations, travel packages, and related services.
Proficiency in using CRM software or sales tools.
Ability to work independently and as part of a team.
Goal-oriented, self-motivated, and results-driven.
Adaptability to changing sales strategies and targets.
Willingness to work flexible hours, including evenings and weekends, to accommodate customer needs.